UX | Customer Buy Flow Features

Click each thumbnail to open the user experience in a new window. (PDF)

UX | Phone Number Transfer OFT
SUMMARY: Phone number transfers… what a hassle. At least, it can be. At Comcast Business, we’ve made the mildly complicated and stressful experience of porting phone numbers super quick and easy. Now customers who are looking for a new business phone provider can go through the process with Comcast Business in a stress-free manner. We’ve taken the hard part off of the user and have shouldered the burden. We just need a few answers to our questions along the way. Other than that, the customer just sits back and relaxes.

UX | $20/mo CB Mobile Discount in Buy Flow
SUMMARY: The Converged Offer Discount — also known as the CBM discount — gives customers a $20/month savings on Business Internet when they add CB Mobile to their plans of 100 Mbps or higher. Throughout the flow we utilize specific touchpoints to remind the customer of their potential for added savings. Currently, the buyflow doesn’t offer Mobile as a service add-on, so users must add Mobile to their plans manually after checkout. While not the ideal experience due to tech feasibility limitations, we problem solved to make the discount available to our customers in the short term, while Dev works on the backend to allow an optimal experience.

UX | My Account Setup in Buy Flow
SUMMARY: After checkout, customers are given the option to sign up for My Account, where they can manage their installations, services, payment methods, and more. By making My Account part of the buy flow process, we enable easier account status retention and create less work for the customer when onboarding. Users do have the ability to sign up outside of the buy flow, but enabling the option within buy flow is a better experience all around and motivates customers at the time of purchase.

UX | Auto Pay & Paperless Billing Discount
SUMMARY: Similar to the CBM discount, customers qualify for a discount on their monthly internet bill. This time, they are able to save $10/mo when they sign up for both Auto Pay and Paperless Billing services. All Internet plans qualify for this discount. Throughout the flow, we utilize specific touchpoints to remind the customer that they qualify for an additional $10/mo savings, how much their selected plan will be with the Auto Pay and Paperless Billing discount, as well as how to sign up for both services within My Account.

UX | Add Ancillary Products in Buy Flow (Add-ons)
When purchasing any internet plan, customers are able to enhance its “performance” by adding one or more ancillary products, also known as add-ons. Add-ons add a small value to the cost of a plan and act as a middle ground between higher more expensive plans available that might do more than a customer’s business actually needs. When buying a plan, users get a brief overview of each add-on and have the ability to tack on to their chosen plan before checking out. users can add-on Connection Pro, WiFi Pro or SecurityEdge as easy as 1-2-3.

UX | Landing Pages

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Comcast Business supports two main markets: small scale business and mid-market/enterprise corporations. Over the years each market strategy has evolved and grown with it’s own set of initiatives. Legacy pages were vague and not very descriptive, where our data analysis showed us that less content on our learn pages actually hindered our competitiveness. We had award-winning innovative solutions, but not much explaining the features and benefits available to the customer. So we hunkered down with our SEO and Data Research teams to provide customers with the information they needed to feel knowledgeable and confident during the decision process. After each launch, we see an uptick in reach and conversion rates

UX | Wunderkind Lead Gen flow and BounceX Thank You Page
GOAL: Customers enter though a Sales Lead Gen with savings incentive for Internet or CB Mobile, sign up and fill out the form, and then request a sales call. Then a confirmation page pops up — educating leads on Comcast Business products and services in preparation of their sales call.

Divisional Marketing Sales - Business Internet & CB Mobile

Promotions for Comcast Business Internet and Mobile vary. Often times, they are made of complex savings that need to be messaged as clearly and concisely as legally possible. The site homepage showcases a complex offer (primary and secondary offers) in the Hero, followed by a Good/Better/Best chart for featured plans. The primary offer is also then featured on the RESI-1 and Internet-C pages, while secondary offers are promoted by way of skinny banners on additional pages depending on the promotional strategy. End goal is to lead customers to the Shop Offers entry into the Buy Flow.

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